Mark Ryan Schonau Email & Phone Number

Arizona, United States

• In my current role as Regional Director, I:
• Spearhead management of seven properties; direct the organization’s overall operations, focusing on business development, process improvement, and customer service excellence.
• Supervise and coordinate the efforts of over 200 staff within the West Region; facilitate the training, development, and retainment of key talent. Conduct employee evaluation and provide feedback for growth.
• Update records of work hours, budgets, and employee payroll; prepare reports on activity, personnel, and other vital information such as facility usage, work performed, and departmental expenses.
• Identify areas requiring improvements and recommend modifications that enhance overall service and operational efficiency. Resolve complaints regarding service and equipment and take corrective actions when necessary.
• Assess service delivery levels and recommend ideas to improve guests’ overall comfort and appearance. Receive the Housekeeper Manager ARDA award from the American Resort Development Association.

Las Vegas, Nevada

• In my previous role as Front Office Manager, I:
• Worked with the yield management team to analyze the Average Daily Rate (ADR) to facilitate business and revenue. Handled the review of financial statements, upsell revenue reports, and performance data, to measure.
• Oversaw the overall front desk operations by planning, organizing, and directing business tasks, with the ability to align the day-to-day activities (short-term goals) with the strategic direction (long-term goals).
• Directed the activities of over 200 team members in the operating departments, which included the front desk, Bell Desk, Valet, Guest Services, and Business Center.
• Significantly improved front desk Up-Sell, Super Suite and Late-Checkout Programs, resulting in the generation of an additional $1.0m in annual revenues/EBITDA.
• Won employee of the quarter in 2011 and was nominated for the leader of the year with the least tenure nominee out of 5,000 people. Received the Service Excellence Award and was awarded Bell Desk Chairman’s Award MGM.

Las Vegas, Nevada

• In my previous role as Executive Housekeeper, I:
• Supervised and coordinated the activities of over 500 union team members; effectively communicated with staff to ensure they met their responsibilities in providing top room quality for guests.
• Approved all supply requisitions, such as those for spreads and bathroom rugs, and maintained par stock of guest supplies, cleaning supplies, linen, and uniform.
• Collaborated with cross-functional departments/groups within the hotel to recommend solutions that increased quality and productivity—the ability to work well with others as an essential high-level leader.
• Effectively organized inventories with Accounts and General store for linen, uniform, and fixed assets, and developed and managed annual housekeeping budget.
• Spearheaded the design, development, and implementation of housekeeping systems and procedures. Prepared reports on the progress of implemented processes for management.

Las Vegas, Nevada

• In my previous role as Pool & Spa Manager, I:
• Coordinated the daily operations of four large oasis pool areas totaling 19,000 square feet.
• Led the recruiting, hiring, training, and task delegation for staff members as needed to ensure the smooth operation of the pool facility. Passionate about leading and developing others.
• Analyzed department resources and teams responsible for delivering and coordinating employee shifts to match expected work volumes and adherence to real-time service levels and monitoring.
• A key leader and contributor to the MLife, players club international launch; Provided business impact, change impact, and analysis, ensuring all changes are properly planned and well communicated.
• Assisted with the creation, development, and execution of resort fees (Excalibur was one of the first resorts to implement this).

Las Vegas, Nevada Area

• In my previous role as Front Desk Supervisor, I:
• Handled all guest room reservations, ensuring there were promptly and correctly entered into the hotel’s database system. Managed all front desk operations, such as check-in and check-out procedures.
• Answered phone calls and provided information about the hotel and its services to interested customers. Monitored security cameras to guarantee guests’ safety at all times.
• Directed all front desk staff, assigned special tasks to all individuals to drive efficiency, and always ensured the cleanliness of front desks and lobby areas.
• Supervised the creation and processing of hotel reservations, including issuing room keys and confirming reservations were on the database system.